The words you will see in draften and what is behind them. They are enough for the whole of this help.
The basics
Assistant — the helper attached to one mailbox. It has a name, a signature and its own instructions. An organisation may have several; one mailbox may even have more than one, for example one per address that replies go out from.
Draft — a reply draften wrote and saved into your mailbox. Until you send it, nothing has happened.
Mail check — one pass through the mailbox: draften looks at what arrived, sorts it and writes drafts for the messages that deserve one. It runs by itself at a set interval; Check the mail starts one straight away.
Trial mode — the assistant works fully, but you see its drafts only inside draften; nothing goes into the mailbox. It is there for trying things out. The opposite is live.
Paused assistant — it reads no mail and writes no drafts until you press Start the assistant.
What steers the replies
Instructions — the four texts the assistant gets with every reply:
| Instruction | What it covers |
|---|---|
| Knowledge | who you are, what you offer, how to use the sources |
| Filter | what gets a reply and what does not |
| Style | the tone and the shape of a reply |
| Routing | answer alone / answer and hand over / no reply |
Knowledge — the sources of facts: a help site, documents, links, facts you write down, and a connection to your CRM. What is not there, the assistant does not know.
Attachments — files the assistant may attach to a reply, each with a sentence saying when.
Lesson — a rule of writing draften drew from your edits ("the signature goes below the paragraph, not after the greeting"). It reaches the replies only once you approve it in Learning. Next to lessons you will also find fact corrections — places where the assistant said one thing and you then wrote another.
Trial set — saved messages on which a change of the instructions can be tried without touching the mailbox. You compare the drafts before and after.
The states you will see
A draft's state in Drafts:
| State | What it means |
|---|---|
| waiting to be sent | the draft is written and sits in your mailbox |
| sent unchanged | you sent it as it was |
| edited (at least half kept) | you changed something before sending |
| replaced by your own reply | you answered your own way; less than half of the draft survived |
| deleted | you threw the draft away and wrote no reply of your own |
| expired | the draft sat untouched for 14 days and draften stopped following it |
| trial mode | the draft was written in trial mode and never went to the mailbox |
A message's state in Mail:
| State | What it means |
|---|---|
| drafted | the assistant wrote a reply |
| skipped | not for the assistant — the Filter says you handle this yourself |
| no reply | the assistant decided this one is not answered |
| automatic | a robot, a confirmation, bulk mail; no model read it |
| limit | the daily limit or the cost cap was reached |
| rejected | the draft failed a check (signature, link, recipient) and was not created |
| failed | processing did not succeed even on the third attempt |
| pending | the message is still to be processed |
Every message also shows the assistant's decision: reply, escalate (it answers what it can and says it is handing the matter over) or no reply.
Words you will hear from technical people
You do not need them, but here is what they mean.
Model — the language model that writes the text. draften uses several: a cheaper one for sorting and learning, a stronger one for writing replies. More in Models and prices.
Organisation — your company inside draften. Mailboxes, assistants and people belong to it.
Role — what each person may do. In detail in the administrator's help.